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Urban Company — The Journey of Transforming Everyday Services into a Trusted Global Brand

The story of Urban Company is not just the story of a startup, but the story of a big idea born from the small, everyday problems in our lives. Today, we order food, book cabs, and shop online through our mobile phones. But a few years ago, what did we do when we needed a plumber, electrician, cleaning service, or beauty service at home? We searched for phone numbers through contacts, worried whether they would arrive on time, and had no guarantee about the quality of work. Three young entrepreneurs noticed this exact problem, and that is how the story of Urban Company began.

In 2014, Abhiraj Singh Bhal, Varun Khaitan, and Raghav Chandra started the company together. With backgrounds in education, management, and technology, they were living in big cities and personally experiencing the inconvenience of unorganized home services. While India was rapidly becoming digital, the home services sector remained largely unorganized. There was a huge gap of trust between customers and service providers, and they decided to build a bridge of technology across that gap.

Initially, the company was called UrbanClap. The idea was simple — select a service on a mobile app and book a professional. At-home beauty services became the first major success. However, with growth came challenges. In some cases, professionals were not reaching on time, and some customers were dissatisfied. The company then faced an important question: “Are we just a connecting platform, or are we a brand responsible for the entire service experience?”

At this stage, the company made a major decision. Fixed pricing, background verification, a rating system, and a proper complaint resolution process were introduced. The app became more than just a booking tool; it became a system that controlled the complete service experience. This was the first turning point where Urban Company began its journey toward becoming a trusted brand.

After this, the company expanded into multiple services such as cleaning, AC repair, plumbing, carpentry, painting, pest control, wellness, and more. But the most transformative decision was investing heavily in service partners. The company understood that the real value of the brand lies not in the app, but in the person who enters the customer’s home. Therefore, significant investment was made in training academies, skill development programs, grooming standards, and behavioral training. Urban Company’s training centers are not just facilities — they are the core of its philosophy of “building quality” and “raising service standards.”

The company has established permanent training centers across around 15 cities, supported by over 200 trainers nationwide. In these centers, service partners are trained not only in technical skills but also in customer communication, behavioral skills, safety rules, and practical business knowledge. This ensures that they become certified professionals, not just workers. Urban Company has developed 17+ service categories and around 175+ training halls, where thousands of participants undergo upskilling programs every year.

These training programs are spread across major cities in India, helping many partners elevate their skills to a more professional level. Training courses range from 7 days to 45 days. Members receive skill certifications, and Urban Company has ensured certification in collaboration with Skill India’s National Skill Development Council.

The direct impact of this was seen in partners’ incomes. Traditionally, they faced irregular work and uncertain earnings. With Urban Company, they started receiving scheduled bookings, fixed pricing, digital payments, and consistent customers. On average, active partners in fields like beauty, cleaning, or AC servicing began earning around ₹30,000 to ₹70,000 per month. Some high-performing and highly active partners earned even more. The company typically charges around 20% to 30% as a platform fee or commission (depending on the service), and the remaining amount goes to the partner. This model has provided many individuals with stable and dignified income opportunities.

In marketing as well, the company focused strongly on trust. Through digital campaigns, referral offers, and later national-level advertisements, special emphasis was placed on safety, hygiene, and trained professionals. In 2020, UrbanClap was renamed Urban Company. This was not just rebranding, but a declaration of its ambition to serve globally.

Soon after, international expansion began. Services were launched in the UAE, Singapore, Australia, and other markets. In every country, services were customized according to local needs, but there was no compromise on quality and trust.

In the next phase, subscription models, annual maintenance packages, and specialized cleaning services were introduced. By offering packages for frequently required services, the company built long-term relationships with customers. Standardizing equipment and materials ensured a consistent experience across cities.

Urban Company also stepped beyond services and entered the home products segment. By introducing products like water purifiers and digital door locks, the company strengthened the concept of “complete home solutions.” These products focus on quality, modern technology, and regular service support. For example, water purifiers are offered with subscription-based maintenance and filter replacement services, while digital door locks provide enhanced security, smart access, and professional installation. Through these initiatives, Urban Company is evolving from a service platform into a trusted brand connected to home safety and health.

Financially, the company has recorded significant growth. Its annual revenue has reached thousands of crores of rupees and continues to grow steadily. The company is focused on reducing losses and moving toward profitability. Strong investor support and international expansion have strengthened its long-term financial potential.

Today, Urban Company is one of the leading technology-enabled home services platforms in the world. With millions of customers and thousands of trained partners, it has built a strong identity.

This journey began with one simple question: “Why should it be so difficult to get reliable home services?” Today, that question has transformed into convenience, safety, and professionalism in millions of homes. Urban Company is not just a business; it is an inspiring movement that gives dignity to unorganized work, values skill, and builds trust through technology.

Author: Sanjay Satalkar
Advertising and Marketing Consultant